Second Level Support

2 weeks ago


Melbourne, Victoria, Australia NCR Full time
About NCR

NCR Corporation (

NYSE:
NCR) is a leader in transforming, connecting and running technology platforms for self-directed banking, stores and restaurants. NCR is headquartered in Atlanta, Ga., with 38,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.

Position Key Areas & Responsibilities:

  • Manage incoming enquiries from second line technicians in the field
  • Act as an escalation point for technical queries directed from customer service agents
  • Act as a gatekeeper ensuring the accurate actions have been taken on tickets to achieve first point resolutions
  • Conduct root cause analysis and rectify chronic underperforming devices
  • Manage advertising campaigns within your region
  • Support the service delivery department in ensuring a high standard of technical support is provided
  • Act as a gatekeeper for switch changes and escalate accordingly for first line operators
  • Collaborate and escalate to third level support as required
  • Manage BIN updates
  • Ensure technical processes and procedures are updated as required
  • Maintain the client services technical support wiki
  • Engage in training with the client services representatives to ensure high quality first call resolutions
  • Assist in roll out of new products and technical procedures
  • Contribute to the identification and implementation of business improvement initiatives
  • Diagnose, identify, isolate and analyse problems utilising historical data
  • Alert management to reoccurring problems and patterns of technical problems

Success criteria and performance measures:

  • People: Makes Cardtronics a Great Place to Work and Grow
  • Customer: Makes Customers Raving Fans
  • Results: Owns the results and makes it happen
  • Teamwork: Ensures we win as one team
  • Secure: Builds trust and protects our customers
  • Innovation: Builds for the future
  • Client Services Second Level Technical Support Specific:
  • Chronic devices
  • Repeat technician visits
  • Technician inbound call management
  • Underperforming devices
  • Uptime
  • Greater service and SLA achievements

Minimum Knowledge, Skills, and Abilities Required:
Experience

  • Experience in technical support role and with at least 2+ years' experience in providing technical service desk engineer support.
  • Sound knowledge of ATM or equivalent functionality and technical requirements a must
Offers of employment are conditional upon passage of screening criteria applicable to the job.

EEO Statement

Integrated into our shared values is NCR's commitment to diversity and equal employment opportunity.

All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law.

NCR is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential.

We believe in understanding and respecting differences among all people. Every individual at NCR has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies

To ALL recruitment agencies:
NCR only accepts resumes from agencies on the NCR preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR employees, or any NCR facility. NCR is not responsible for any fees or charges associated with unsolicited resumes.

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